Head of Member Experience, Value & Insights

The Royal Australasian College of Physicians; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Additional paid leave between Xmas and

Paid parental leave

Free annual flu vaccinations

Professional development opportunities

Employee Assistance Program

Corporate discounts

Job summary

The Royal Australasian College of Physicians (RACP) in Sydney CBD is seeking a strategic leader to shape how the College understands, delivers and strengthens value for its members through an enterprise approach to member experience, value and insights.

Reporting to the Executive General Manager, Member Experience & Value, you will drive evidence-based decisions, lead a multidisciplinary team, and partner with Technology to enhance CRM and digital member services.

Qualifications

• Significant senior experience across customer/member experience, value propositions or brand strategy, service design, product management, customer insight or related disciplines, with demonstrated ability to connect these capabilities around customer / member outcomes.
• Demonstrated experience leading end-to-end journey improvement across organisational or functional boundaries.
• Experience establishing or leading Voice of Customer/Member, CX measurement, insight or research capability.
• Demonstrated experience using customer/member insight, behavioural evidence and experience data to shape strategic priorities, investment choices and measurable experience improvement.
• Experience with business product ownership or product management for CRM, digital/member platforms or comparable enterprise products.
• Strong experience working across Technology and business teams with clearly separated business and technical accountabilities.
• Demonstrated leadership experience building or maturing multidisciplinary customer / member experience, insight, service design and/or product capabilities, bringing together specialist disciplines around shared customer/member outcomes.
• Strong analytical judgement and ability to translate complex evidence into clear executive decisions.

Responsibilities

• Experience, brand and value – Lead the College's approach to member experience, brand strategy, service design and the member value proposition.
• Voice of Member and insights – Establish and lead the College’s member research, feedback and analytics capability, translating insights into strategic priorities and actionable improvements.
• Member journey improvement – Partner across the College to identify opportunities, simplify processes and improve priority member journeys and outcomes.
• Strategic influence – Use member evidence, behavioural insights and experience data to influence organisational planning, investment and prioritisation decisions.
• Digital products and platforms – Provide business leadership for member-facing products and platforms, including customer relationship management and digital member services, working with Technology to drive improvements, adoption and benefits realisation.
• Experience measurement – Establish frameworks to measure member experience, demonstrate impact and support continuous improvement.
• Leadership and capability – Lead and develop a multidisciplinary team, strengthening organisational capability and embedding evidence-based, member-centred decision-making.

Skills

Customer experience

Value propositions

Brand strategy

Service design

Product management

Customer insight

Stakeholder influence

Tools

CRM software

Digital platforms

Job description

The Royal Australasian College of Physicians (RACP) in Sydney CBD is seeking a strategic leader to shape how the College understands, delivers and strengthens value for its members through an enterprise approach to member experience, value and insights.

Reporting to the Executive General Manager, Member Experience & Value, you will drive evidence-based decisions, lead a multidisciplinary team, and partner with Technology to enhance CRM and digital member services.